Fri.Apr 12, 2019

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


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


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

B2B Customer Service Blog - 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


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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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.

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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. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.

Difference Between Call Center and BPO That Makes the Difference


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.

Analyzing CX sentiment in 2019


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

The team is in Washington this month


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.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

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.

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


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


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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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


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.

Customer Experience: The new competitive battleground for cryptocurrency exchanges

TELUS International


Digital Communications in Healthcare: A Perfect Day


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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

18 Call Center Metrics You Need to Be Tracking Today


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

Are you maximizing your customer feedback analysis?


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.

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


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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How Customer Success Can Catalyze Customer-Centric Change


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


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


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 ).

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


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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Announcing GoToConnect!


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.