Fri.Apr 12, 2019

“Customized voices are a great way to enhance and distinguish a brand”

Nuance

Personalization is one of the key features that distinguishes modern in-car smart assistants, mobility assistants or personal assistants from traditional infotainment systems as well as from one another.

Guest Blog: There’s a brighter future for contact centre agents

teleopti

The advent of “ customer experience is king ” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years.

4 Modern Strategies for Managing Customer Expectations

TeamSupport

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work.

Guest Blog: How to Get the Most from Seasonal Customer Service Employees

ShepHyken

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush.

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.

Why Too Much Choice is a Bad Thing

Beyond Philosophy

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.

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Why Too Much Choice is a Bad Thing

Beyond Philosophy

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices.

Most Challenging Callers

Taylor Reach Group

By Colin Taylor. While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers.

Difference Between Call Center and BPO That Makes the Difference

OctopusTech

We often make the mistake of merging the two terms Call Center Outsourcing and Business Process Outsourcing with each other. And we are doing it for so long that we never once thought these two terms might have different meanings. Well, let me tell you, they have.

The team is in Washington this month

Merchants

We are sending our team to Washington, USA where they will be presenting an interactive session of Customer Experience being driven through analytics, this can result in driving big changes in business through some easy to implement tweaks in your processes.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Analyzing CX sentiment in 2019

Eptica

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019.

Customer Experience: The new competitive battleground for cryptocurrency exchanges

TELUS International

Outsourcing

Two Ways to Modernize your IVR to Meet Today’s Customer Expectations

Avaya

We live in an age of voice-enabled everything. If consumers can dim the lights, check the weather, and change the TV channel just by speaking, why can’t they request a refund or check the status of a flight in the same effortless way within your IVR?

Enterprise Connect 2019: Voices from the Exhibit Floor

Serenova

If you were among the 6,500+ people who attended Enterprise Connect 2019, or have been reading about its insights, developments and announcements, you know there was much to digest from this year’s action- and information-packed week in Orlando.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Key Takeaways You Shouldn’t Miss From Customer First Summit: Freshworks

Ameyo

With the onset of customer first ideology, businesses have started to channelize their energy towards a wow customer experience that becomes a value differentiator for them. Customers seek the experience that adds value to their lives and solves their problem quickly.

Why Customer Service Matters Most in the Hospitality Industry

CSM Magazine

Customer service is something that all businesses should strive to excel in. However, it is especially important within the hospitality industry.

18 Call Center Metrics You Need to Be Tracking Today

Talkdesk

Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software. Customer Experience.

Customer Experience in a Contact Centre is Everything

Connect Managed

That the customer experience counts is not news to anyone, but it is easy to underestimate just how central to customer retention the experience factor has become. Customer Experience Contact Centre

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Digital Communications in Healthcare: A Perfect Day

Nexmo

The typical healthcare journey no longer begins and ends in the waiting room. Rather, it unfolds over time, across many scenarios, touchpoints, and communication channels—each interaction designed to provide a unique experience to each participant, delivering the right information to the right person at precisely the right moment. The sum of these interactions comprises the modern healthcare experience, enabled by programmable communications.

Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results.

Guest Post on UC Today - Telephony: Foundational for Today's Voice and Tomorrow's Collaboration

Jon Arnold

I’ve been following UC Today for some time, but haven’t done anything directly with them til now. This is my first guest post with them, and it comes via work I’ve been doing with RingCentral.

Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Call Center Software for Healthcare Industry – Keeping in Step with Changing Times

Hodusoft

Times have changed and healthcare industries face the pressure of delivering exemplary services to a growing number of patients. Communication is one of the backbones of healthcare services, especially in large multi-department hospitals with a high number of patient footfalls each day.

How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution?

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Unisys Raises Productivity, Reduces Costs with Cloud Omnichannel Functionality

NICE inContact

Unisys’ managed service desk, InteliServe , has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

Play an Audio File into a Voice Call with PHP

Nexmo

In addition to making text-to-speech calls , the Nexmo voice API allows you to play prerecorded audio files in to a call. This can be used for good (to provide a more human sounding prompt when building an IVR ) and for evil (playing Never Gonna Give You Up ).

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Announcing GoToConnect!

Jive

Today we’re excited to announce GoToConnect ! Powered by Jive, GoToConnect brings together Jive’s ridiculously simple, reliable business VoIP phone system with GoToMeeting’s powerful web, audio, and video conferencing into a truly seamless, unified solution for all your communication and collaboration needs. So how does GoToConnect benefit you? For Executives and IT. Instant Savings. All new Jive customers will get GoToConnect at no additional cost to them. Full stop.

Stratifyd, First of its Name, Ruler of Customer Analytics, Democratizer of Data and AI, Fastest Time to Insights, and Breaker of Silos, Vies #FortheThrone

Stratifyd

Estimated reading time: 3 minutes. The season 8 premiere of Game of Thrones (GoT) is one of the most widely anticipated events in TV history. In fact, there’s so much hype for the show’s final season, many brands are experimenting with new products, designs, and messaging to pay homage to the throne.