CrazyCall
JUNE 25, 2019
You’re are working hard, trying to build the best product. Your developers, marketers, and business people are doing their best to make the company thrive. Yet, there is no sign of new customers willing to give your company a try…. No matter how daunting that must be, there is a way to get crowds eager to make use of your offer and even refer it further outside!
Totango
JUNE 25, 2019
Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.
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Toister Performance Solutions
JUNE 25, 2019
The CEO was anxious to start training. He knew customer service wasn't what it needed to be and was hoping for a quick fix. So he hired me to conduct some training. His impatience showed in our very first meeting—he bristled when I insisted on first spending time with his customer service team before putting together the training. In the CEO's mind, there was no time for this.
ShepHyken
JUNE 25, 2019
A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. The Interview with Ford Blakely: When faced with a problem, it’s important to approach it from the standpoint of convenience.
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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.
Callminer
JUNE 25, 2019
We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
JUNE 25, 2019
Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service in
Noble Systems
JUNE 25, 2019
Gamification is the process of applying game mechanics to non-gamified environments, such as contact center operations. It has been lauded in recent years for its value in improving onboarding training results, keeping agents constantly motivated and engaged and incentivizing behaviors that help them meet and exceed department and corporate goals and objectives.
NICE inContact
JUNE 25, 2019
It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels.
Advantage Communications
JUNE 25, 2019
Are you looking to improve your customer service, better your company’s customer experience (CX) and create new revenue opportunities through an outsourced call center? If so, then we are pleased to announce the launch of our brand new ebook - The Definitive Buyers Guide to Outsourcing Your Call Center.
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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
Nuance
JUNE 25, 2019
There is a great deal of training involved in becoming a police officer, which makes sense, it’s a dangerous job. Part of this training includes being well-versed on situational awareness, an important skill that officers learn using various tactical techniques. These include how and when to maintain a safe space between themselves and citizens, to […] The post Technology helps officers stay situationally aware appeared first on What’s next.
Totango
JUNE 25, 2019
Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.
Bright Pattern
JUNE 25, 2019
We couldn’t be more excited for the annual CCW Awards Gala tonight. The Bright Pattern team has been recognized for its product innovation and named as a finalist for Omnichannel Provider of the Year.
Branch Mesenger
JUNE 25, 2019
This Shiftonomics explores how companies are rethinking how we use spaces, the latest benefits employers like Chipotle and Target are offering to attract and retain their hourly employees, and what hourly workers are looking for today. We also have a new Industry Spotlight with University of Pennsylvania’s Wharton School professors of operations, information, and decisions Marshall Fisher, Santiago Gallino, and Serguei Netessine on thinking about retailers in their ‘retail life cycle’ and why so
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.
Kristina Evey
JUNE 25, 2019
Shownotes… This episode addresses Services Growth – transforming an organization’s focus from selling products to building and establishing customer relationships … Read More Episode 57 – Thomas Hollmann Discusses CX Services Growth. The post Episode 57 – Thomas Hollmann Discusses CX Services Growth appeared first on Kristina Evey.
ConvergeOne
JUNE 25, 2019
There are a lot of new terms these days around data center networking. Software-defined- this and that -as-a-service are among the leaders. Neither of these are new concepts in technology, but emphasize a new way of looking at how data centers work. Networks have already been “software-defined” and virtualized for an incredibly long time, but now the emphasis is on abstracting the intent from the configuration and treating the entire network as a system.
Answer Dash
JUNE 25, 2019
(This article was originally published on Salesforce blog ) Now that customers engage directly with your company on more and more channels, the position of customer service has elevated from "cost center" to marketing tool, competitive differentiator, and linchpin in the quest for exceptional customer experience. It's no wonder customer service is one of the top priorities for business leaders across the globe.
CX Journey
JUNE 25, 2019
Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way.
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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.
Comm100
JUNE 25, 2019
AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it sound like agent-facing AI is just a fad. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye. Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI
ChaseData
JUNE 25, 2019
Few people envy the job of a debt collector. After all, who really wants to contact people to tell them they owe money or they might face penalties? It’s easy to become jaded and unpleasant when you’re dealing with this type of work - and the people who receive these calls. Here, we’ll share some of the most effective debt collection techniques to help you become a more efficient collection agent - and to maintain your most pleasant demeanor while doing it.
Nuance
JUNE 25, 2019
We all recognize the value and importance of networking in our personal and professional lives because of the connections we can make to gain access to useful information and resources. While networking seems to come more easily or naturally to some, it actually takes purposeful, continuous effort to build and maintain a robust network. Those […] The post A Real View: In life, in work — and in radiology — the power of your network is the key to growth and success appeared first
Enghouse Interactive
JUNE 25, 2019
Drop By and Visit Enghouse Interactive at Customer Contact Week – June 26 and 27 th , 2019. We’re exhibiting at Booth #723 and at Amazon Booth #1213. VISIT US AT BOOTH #723 TO SEE OUR DEMO . If you’re not already aware, Enghouse Interactive offers the industry’s broadest range of contact center solutions. One of the guiding principles that Enghouse has adhered to over the years: focus on meeting customer needs and expectations , exactly as the customer defines them.
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!
Working Solutions
JUNE 25, 2019
Businesses today are focusing more on offering a great customer experience (CX) than ever before. And with good reason: According to Bain & Company, companies that excel at offering a great customer experience can expect to grow their revenues as much as 8% above their market. Yet this focus on the customer experience too often […].
CSM Magazine
JUNE 25, 2019
Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and comment sections on company websites themselves, CX leaders are now faced with a question many aren’t sure how to answer. “Should I respond to positive and negative customer feedback? If so, is there a best way to do so?
City Communications
JUNE 25, 2019
Are you trying to figure out how to leverage AI for your organization or select the best solution? If you are, I think I can help. City Communications has a complete portfolio of solutions that range for AI to SIP to Networking and more. One of our AI partners has consistently delivered the industry's leading results by setting the high water mark for customer care automation at 96%.
CSM Magazine
JUNE 25, 2019
VoiceFoundry, an SDP-accredited Amazon Connect consulting partner and reseller and provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced with Service Management Group (SMG), a global customer experience management firm, the release of VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Stratifyd
JUNE 25, 2019
Estimated reading time: 2 minutes. Peer pressure, a lack of role models or support from parents and teachers, and misperceptions of what STEM careers look like in the real world: These are just a few reasons why confidence in coding and programming among girls tends to fade as they get older. In an effort to better support young women and girls in the pursuit of STEM, Stratifyd has partnered with the Dottie Rose Foundation to host a Girls in Technology Day.
Webtext
JUNE 25, 2019
Reduce hold times for people who have to speak to an agent Open a new channel for callers to reach your organization Reduce call backs – customers can now text instead of call Fast way to increase capacity during high call volumes because SMS is asynchronous & chat agents can typically handle 2-3 sessions at […].
Hodusoft
JUNE 25, 2019
Reach. Businesses must reach existing and potential customers and do it before others get there first and do so effectively at a low cost. The solution is voice broadcasting. A sophisticated yet simple to use voice broadcasting solution does more than just send recorded voice messages to a select target audience. It is simple in that it is a hosted voice broadcasting software which means you do not need to install any additional hardware.
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