Thu.Dec 05, 2019

Contact Centre Predictions for 2020


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.

Take a Bow… Receive a Round of Applause!

Contact Center Pipeline

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.”

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4 Metrics Your Call Center Needs to Track in 2020


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.

How to Drive Customer Advocacy


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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

22 Customer Service Principles: The Secret to Delightful Customers

ProProfs Blog

Do you remember any situation where you switched your telecom service provider just because they were not responsive enough to your support-related queries? If yes, there you go!! . What made you switch? What were you actually looking for? Well, it’s a one-word answer: High-Quality Customer Service.

More Trending

4 Tips to Improve Communication in Remote Teams


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.

Chatbot Customer Service and Phone Support: Delivering Excellence Customer Service


Today’s guest post was written by IntelliTicks — developer of an AI-powered chatbot for sales teams.

Stealthy phone fraud calls for stealthier defenses


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.

Merlang: Erlang C’s Sexy Younger Brother


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!

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Improving Agent Experience (AX) and Engagement One Step at a Time

NICE inContact

Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates.

9 Best Knowledge Base Software in 2020


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 service

SCTC 2019 Conference Review - Opportunity for the Taking

Jon Arnold

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.

Real-Time Intraday QA? Really?


Did you know the first known use of the term "real time" was back in 1953? It's true. says so. Since that time, the phrase has been embraced by many technology related industries, including the customer service space.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

14 Real Life Chatbot Examples to Implement your Bot Strategy

REVE Chat Blog

Artificial intelligence (AI) has brought a transformational wave in the past few years. It has immersed itself as a go-to technology for every industry you can imagine. 47% of digitally mature organizations say they have a defined AI strategy. Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly.

7 Top Customer Experience Predictions for 2020


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.

Hiring an East Coast Sales/Account Executive to Expand Customer Base

Language I/O

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

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Most Common Difficulties with CRM Systems

CSM Magazine

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.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How to Humanize Your Automated Call Center


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.

Business Seasonality: How to Cope with the Highs

CSM Magazine

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.

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Give the gift of better global communication to customers this Christmas


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.

Severn Trent Scoop Online Customer Service Awards

CSM Magazine

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).

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.

From Knowing to Doing: 6 Action Steps for Experience Transformation


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. .

How to Use Contact Center Data Analytics to Improve Your Customer Experience

Working Solutions

Is your business offering the best customer experience (CX) it possibly can? And if it isn’t—are you prepared to face the consequences? The fact is, no matter how effective your operational strategy is, no matter how effectively your sales and marketing efforts bring new customers on board, if you’re not working to provide the best […]. Call Center Outsourcing contact center analytics

Does Local Caller ID Increase Conversion Rates? | The Stupid-Simple Guide


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®.


SMS for Credit Unions


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.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Best live chat software to use in 2020 for small businesses


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?

SMS for Credit Unions


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.

Smart Use of Auto Dialer Software For Improved Productivity


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.