ChaseData
MAY 2, 2019
Contact centers are some of the biggest employers in today’s job market. This is because customer service and support - as well as sales and collections positions - are jobs that are always on the rise. While other industries struggle, these continue to grow and expand, requiring more and more employees to fill the positions that staff these contact centers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Call Experts
MAY 2, 2019
Ensure success for your business. Understand key performance indicators to analyze high-value engagement. Develop a plan with strategic initiatives and advanced technology. Contact center protocols develop, manage, evaluate, and optimize your customer journey. Advancements in automation technologies and digital channels create new tools for business owners to engage customers.
Call Center Weekly
MAY 2, 2019
By Kathryn Frankson Ok, ok so we still need leadership. But, as someone who just wrapped an Experienced Manager training I'm now convinced that we actually need more management. Even typing that feels a bit underwhelming because management conjures up thoughts of scheduling, status reports and approving PTO; however, when done right management is truly the catalyst for achieving business outcomes.
Advertisement
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.
CSM Magazine
MAY 2, 2019
A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company. 70% of consumers say they will continue to support companies that give them great customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
MAY 2, 2019
It is every company’s responsibility to realize the difference that well-trained CS can make to its bottom line: financially, and reputation-wise. In today’s competitive global economy, companies have to be run like a tight ship and make sure that they are doing all they can, in the best way possible, to stay in business and be ahead of the competition.
Customercount
MAY 2, 2019
Case Study: Breckenridge Grand Vacations uses Keatext text analytics and sentiment analysis to improve customer happiness. Continue reading → The post Text Analytics and CustomerCount reporting improves customer experience appeared first on CustomerCount.
Integrity Solutions
MAY 2, 2019
A customer-needs-focused philosophy is just as important for inside sales teams as it is for the external salespeople—in some ways, even more so. By Will Milano. What’s on the minds of inside sales leaders as we head into mid-year? We had a unique vantage point at the AA-ISP Leadership Summit last month, a great event where we were able to get the pulse of attendees at the world’s largest gathering of inside sales leaders.
Toister Performance Solutions
MAY 2, 2019
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Here's what I know about the man who was yelling inside of the post office. He was a real estate agent. His client mailed him a set of keys, and the envelope ripped in transit, causing the keys to be lost.
Advertisement
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
Interactions
MAY 2, 2019
We’ve all had frustrating experiences when contacting businesses for help (and if you haven’t, consider yourself lucky.) Maybe you spent forever on hold, or your issue was not actually solved, or you were left sifting through service options that had nothing to do with what you were calling about. The time that your customer takes to reach out for help is a valuable opportunity that all companies should capitalize on.
Bright Pattern
MAY 2, 2019
Last month we partnered with contact center and customer experience leaders Jeff Marcoux from TTEC and Michael Pace from The Pace of Service for a webinar discussing omnichannel ( blog part 1 ), digital disruption ( blog part 2 ), and the 360-degree view of the customer. Our very own Senior Vice President of Marketing, Ted Hunting, led the discussion on these top trends ending with the importance of a 360-degree view in order to deliver a frictionless customer experience.
Fonolo
MAY 2, 2019
After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” While this was an extreme event, every call center faces the same problem at one time or another: Unpredictable spikes in call volume.
Nuance
MAY 2, 2019
World Password Day is a great opportunity to evaluate the role of PINs and passwords today and consider their limitations when it comes to safeguarding financial and personal information in today’s digital society – never mind causing consumers serious headaches. Nuance recently commissioned a survey asking 5,000 citizens, aged 18+ across the US, UK, Germany, […] The post Consumers get ready to fight fraud with biometrics appeared first on What’s next.
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.
Working Solutions
MAY 2, 2019
Fueled by ever-evolving technologies, and fraught with the potential to be undercut or bypassed by new forces, today’s consumer marketplace has never been more competitive. And for that reason, the question of how to increase brand loyalty has never been more important. For businesses of all sizes, and across all industries, winning the long-term loyalty […].
GetFeedback
MAY 2, 2019
Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your.
Branch Mesenger
MAY 2, 2019
?? Industry Spotlight: Conversation with CFSI’s Beth Brockland. ?? One of the most valuable malls in America is getting a makeover. ?? Amazon’s Freight Push Rattles Logistics Sector. ?? US retail store closures in 2019 already surpass last year's total: Report. ?? Employees frustrated by today's learning programs, study shows. ?? America is running out of Impossible Burgers. ??
GetFeedback
MAY 2, 2019
Customer experience (CX) programs mean a lot to businesses. After all, customer attraction and retention is a huge part of.
Advertisement
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.
Avoxi
MAY 2, 2019
Are you looking for the best IVR number provider for your business? Or maybe the best international IVR number provider? Whether you need a simple touch menu or a complex cloud voice IVR system, you will find many options that will fit your needs. However, not all IVR solutions are created equal. No matter the… The post Best IVR Number Providers appeared first on AVOXI.
InTheChat
MAY 2, 2019
It’s May, which means that Spring is well and truly here, which means the summer travel season is just around the corner! According to a survey by “Ask Your Target Market”, July is the most popular month for. The post Infographic: Travel and Hospitality 2019 Digital Trends appeared first on InTheChat.
Jon Arnold
MAY 2, 2019
So, if you’re still wondering what the buzz was about at Enterprise Connect, you’ll want to check out our last podcast, which is now being publicly shared. For those who don’t get my newsletter, let me explain, plus I have some good news. My newsletter is coming up on its first anniversary, and a regular feature is a podcast that I do with long-time colleague, Chris Fine.
VirtualPBX
MAY 2, 2019
If your business has expanded across national borders, you’ll want to begin using phone numbers local to those countries. In tandem, you’ll want to familiarize yourself with the international number formats each new number will copy. Not every country uses the same type of spacing and digit count found in the U.S. (XXX-XXX-XXXX). Your knowledge of phone number formats outside the States can help your professionalism as a business owner, and it can help your business’s expansion move smoothly wit
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!
Talkdesk
MAY 2, 2019
Did you know Talkdesk was conceptualized in Portugal? Since its inception at a hackathon in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. Under the leadership of Talkdesk Founder and Chief Executive Officer (CEO) Tiago Paiva, the company has attracted an enviable roster of enterprise clients, including IBM, Peet’s Coffee, Dropbox and apparel store Zumiez.
ppt solutions
MAY 2, 2019
TULSA, OKLAHOMA, May 2, 2019 – PPT Solutions, a premier provider of Customer Experience and Business Optimization Solutions to many of the world’s leading brands, announced today the launch of a new and innovative operating model that merges the company’s industry-leading people, process and technology. The post PPT Solutions Announces Launch of Opptima appeared first on PPT Solutions.
Stratifyd
MAY 2, 2019
Estimated reading time: 4 minutes. According to Forbes , there have been more than 300 publicly reported data breaches involving the theft of more than 100,000 personally identifiable records over the last 10 years. We can all name examples of high-profile cyberattacks, such as Yahoo!, Target, Marriott, and Ashley Madison. So, in a time when security is so coveted that even Apple uses it to market the new iPhone, why and how are breaches happening several times per year?
Whitepages Pro
MAY 2, 2019
It’s no secret that PSD2 is going to affect merchants when it goes into effect this September, and at Whitepages Pro we’re spending a lot of time thinking about how we can help our customers meet requirements while still providing a fantastic experience for their customers. One of the big aspects merchants need to be thinking about is at what point in their transaction they need to make a fraud decision.
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
inSided
MAY 2, 2019
It’s no secret that the Customer Success profession has exploded over the past few years. What began as an innovative approach taken by SaaS vendors looking for more effective ways to support their customers and break away from a traditional account management technique has now become a flourishing industry in and of itself—bringing with it a new set of unique challenges.
Playvox
MAY 2, 2019
A Learning Management System (LMS) is designed to help businesses manage, deliver and measure its employee education.
COPC
MAY 2, 2019
COPC Inc.’s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. COPC Inc. Director of Chinese Operations, Rachel Cui, hosted the event and shared her experiences on how to conduct service management in a quantified and visualized way.
Expert insights. Personalized for you.
56 
Let's personalize your content