Callminer
DECEMBER 5, 2019
Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.
Contact Center Pipeline
DECEMBER 5, 2019
The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.” Much as I would like to propose an actual round of applause on the contact center floor, I’m not sure that would […].
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Fonolo
DECEMBER 5, 2019
As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.
Totango
DECEMBER 5, 2019
Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. This could mean introducing them to the features that will help them achieve their business goals, offering expansion opportunities, and more.
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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
HelpCrunch
DECEMBER 5, 2019
Quality help center starts with the best knowledge base software. Check these 9 knowledge base tools to choose the best one in 2020. The post 9 Best Knowledge Base Software in 2020 appeared first on HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
DECEMBER 5, 2019
In the lead-up to Christmas, we are all busy - some of us frantically - searching for the perfect gift for our loved ones. For families who have members living and working abroad, there is one gift that is priceless - a conversation. These priceless conversations are reliant on strong telecoms networks across the globe. Having to repeatedly say “Sorry, I can’t hear you.” or “Can you say that again, the line has dropped.” doesn’t quite have the same ring to it.
CSM Magazine
DECEMBER 5, 2019
Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. 1. AI unlocks intelligent experiences in customer support. AI is disrupting almost every industry, from manufacturing to finance – and in 2020 the increasing impact of AI will make its way to customer support (CS) centers, allowing businesses to empower CS agents with real-time feedback and guidance during customer interactions.
Nicereply
DECEMBER 5, 2019
In 2019, as predicted, customer experience has become one of the crucial business strategies for leading brands. Customer experience is the new battleground for leading organizations worldwide. It helps in differentiating the brand from one another. As per research by Salesforce , almost 75% of the consumers want a consistent experience wherever they are engaging, be it in-person, social networks, phone, or online.
Pipkins
DECEMBER 5, 2019
If the road to hell is paved by good intentions, then the queue must be infinitely long! Can you think of any realistic scenario in which a queue is infinitely long? Because I can’t. In your contact center, do people ever just hang up? Of course they do! If you are like me, then you realize that queues are not infinitely long and that callers can and will abandon the queue when they grow tired of waiting for a representative.
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.
TRUSTID
DECEMBER 5, 2019
Phone fraud doesn’t stand still. In fact, you can say it’s a living, breathing type of malicious behavior that’s ever-changing and potentially lurking around every corner. In the cat-and-mouse game of fraud and risk, call center managers should have the same approach to safeguarding their customer channels. Being proactive and making sure your fraud-fighting strategies can spot the latest fraud tactics is critical to protecting your customers and their sensitive data.
Guru
DECEMBER 5, 2019
One of the biggest challenges remote workers face is a lack of communication. While the water cooler may have been supplanted by the Keurig — or the keg, if we’re talking tech — the office meetup space has no true remote equivalent. Whether one person on your team is remote or all of them are, the impact is the same: even with the best of intentions, asynchronous chat communication just isn’t the same as in-person, real-time interactions.
NICE inContact
DECEMBER 5, 2019
Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates. As per the NICE inContact ICMI survey 25% of agents left the company in the past 12 months; 20% of agents left the contact center but stayed within the company; and 18% of agents changed positions in the contact center. Investing in AX has risen as one of the top priorities contact center leaders are undertaking to engage, motivate and most importantly retain agents.
Jon Arnold
DECEMBER 5, 2019
Consultants play a key role in helping IT and business decision-makers get the right mix of communications technologies, and the job isn’t getting any easier. Being an analyst, I’m a bit of an outlier as an SCTC member, but find this community complementary to my work. Their annual conference provides a great window on the state of things for consultants, and while telephony is on the decline, there’s plenty of opportunity for those who want to embrace newer technologies.
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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.
Quiq
DECEMBER 5, 2019
A growing number of credit unions have implemented messaging to enhance member experience, expedite collections, and streamline loan processing. Take a look at some of Quiq’s most popular resources to help you get started on your messaging journey. Feel free to download these resources, or fill out the form below and we’ll send you a hard copy for reference: Quiq’s 1 Page Informational.
Playvox
DECEMBER 5, 2019
Did you know the first known use of the term "real time" was back in 1953? It's true. Merriam-Webster.com says so. Since that time, the phrase has been embraced by many technology related industries, including the customer service space. Today, we hear the words "real time" quite often - real time analytics, real time monitoring, real time metrics, real time data, etc.
inmoment
DECEMBER 5, 2019
Don’t just experience the experience transformation: own it. And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. .
Quiq
DECEMBER 5, 2019
A growing number of credit unions have implemented messaging to enhance member experience, expedite collections, and expedite loan processing. Take a look at some of Quiq’s most popular resources to help you get started on your messaging journey. Feel free to download these resources, or fill out the form below and we’ll send you a hard copy for reference: Quiq’s 1 Page Informational.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
JivoChat
DECEMBER 5, 2019
Did you know that live chat has the highest satisfaction rate among all customer service channels offered by digital businesses, such as telephone, email, or social media? On average, 82% of consumers assisted by chat are satisfied with the experience, claiming that the speed of service, practicality, and ability to chat in real-time while also being able to multitask (such as keep browsing your store, for example) as huge advantages.
Hodusoft
DECEMBER 5, 2019
The days of the dumb auto dialer are over for long. These days, if you operate call centers or have an in-house contact software solution you are likely to use auto dialer software built into the call center software. Today you have artificial intelligence endowed call center solutions with smart configurable auto dialer software. Make smart use of the intelligent auto dialer and your productivity increases.
Language I/O
DECEMBER 5, 2019
Interested in joining a growing, dynamic, tech-based (SaaS) start-up? You’re in luck! We’re looking to hire East Coast-based entrepreneurial account/sales executives who love technology, are eager to learn and can wear multiple hats.
CSM Magazine
DECEMBER 5, 2019
Technology remains the best tool for managing customer relations. However, Customer Relationship Management systems do not always meet the expectations of staff, clients, and the entire business. CRMs enable businesses and organizations to serve customers better. They also assist in decision making since the systems generate crucial data about these customers.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
ChaseData
DECEMBER 5, 2019
When it comes to customer service, a personalized touch is something that consumers appreciate. However, an automated call center may struggle to provide this. Technology may seem counter-intuitive to human interaction and experiences, but it doesn’t have to be. How can you provide a believably human and personalized experience for your consumers when they call your automated call center?
CSM Magazine
DECEMBER 5, 2019
As we all know, not all businesses are made equal. For the purposes of this topic, some operate at a fairly consistent level through the year – while others have immense highs and rely heavily on seasonality. Unsurprisingly, these peaks of seasonality can make or break some companies. Get it right, and you can be well on your way to profit records.
kommunicate
DECEMBER 5, 2019
In the month of November, while everyone was busy on thanksgiving, our team was hustling to add some cool features to your favorite customer support tool. We are thankful to have clients like you – not just on Thanksgiving, but every day. Happy Thanksgiving If you have missed the previous release updates, Read here. Web App Bot analytics [.]. The post Here’s What’s New from November 2019|Kommunicate Product Updates appeared first on Kommunicate Blog.
CSM Magazine
DECEMBER 5, 2019
Bill Wilson (holding the award) and the Severn Trent digital team, picking up gold at the 2019 European Contact Centre and Customer Service Awards on Wednesday 27 November, hosted by Fiona Bruce (Far right) and special guest Frank Bruno (far left). Severn Trent was recognised for ‘delivering exceptional customer service’ at an awards ceremony in London, dedicated to the customer contact industry.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
C Space
DECEMBER 5, 2019
We All Need Friends. Relationships are the most important things we have – and that’s just as true for a brand as a friend. Here’s how we can make one into the other. Tweet. Christina Stahlkopf. Associate Director at C Space. Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behavio
NobelBiz
DECEMBER 5, 2019
NobelBiz® Blog Does Local Caller ID Increase Conversion Rates? The Stupid-Simple Guide Published on December 5, 2019 Short answer: yes! How Does Local Caller ID Increase My Conversion Rate? Let’s look into the why and how together – first we should define the variables. Of course, lots [.]. The post Does Local Caller ID Increase Conversion Rates? | The Stupid-Simple Guide appeared first on NobelBiz®.
C Space
DECEMBER 5, 2019
A New Start. The traditional agency model has been around for years. But things are changing fast. Are you ready to rethink the way you collaborate? Tweet. Richie Jones. Director of Partnerships at C Space. Richie Jones is C Space’s Director of Partnerships. With over 15 years’ experience in insight and customer centricity under his belt, his work with Nissan, Tesco and Vodafone led to major changes in how his clients engage their customers, drive strategy, and engage their employees.
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