Contact Center Pipeline
JUNE 21, 2018
Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and managing people. It is actually a proof point for implementing change. At the contact center level, justifications for change are made on a cost-justification basis. Change justification is not congruent with […].
Jive
JUNE 21, 2018
The workforce has gone digital. When discussing digital workforce transformation, other articles will usually throw out remote worker stats and studies about mobile device use. While these can offer some insight into the digital trends shaping today’s workforce, they also fail to give you a full picture. What we’re seeing is the emergence of a truly digital workforce.
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Omnicus
JUNE 21, 2018
Deliver the best CX with these tools and resources to acquire and retain more customers. Customer experience (CX) is surpassing price and product selection as the key differentiating factor that affects consumers’ purchasing decisions. An outstanding CX can help increase customer acquisition, improve retention, cultivate advocacy, and boost profit.
Influitive
JUNE 21, 2018
The perils of leaving customer engagement and retention to chance This is a visualization of the typical SaaS buying process, which has clear stages and great content to guide buyers toward purchasing your product: This is a thing of beauty. People in your organization are constantly examining, optimizing, and perfecting it. Now, this is a.
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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.
Omnicus
JUNE 21, 2018
Deliver the best CX with these tools and resources to acquire and retain more customers. Customer experience (CX) is surpassing price and product selection as the key differentiating factor that affects consumers’ purchasing decisions. An outstanding CX can help increase customer acquisition, improve retention, cultivate advocacy, and boost profit.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JUNE 21, 2018
Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” experience by following these three simple but powerful steps. Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. Today I’m on a flight from San Francisco to NYC and enjoying every minute of it.
Fonolo
JUNE 21, 2018
We’re here today to talk to you about *cringe* peak times. Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Some experience the surge on certain days of the week (typically Mondays), others surge during specific times pf the day, and some only experience surges on holidays.
Omnicus
JUNE 21, 2018
Deliver the best CX with these tools and resources to acquire and retain more customers.
Toister Performance Solutions
JUNE 21, 2018
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Last month, I wrote that guest bookings had suddenly slowed at The Overlook.
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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
NICE inContact
JUNE 21, 2018
79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake! So, what constitutes a “bad customer experience”? Answering that question is critical.
Education Services Group
JUNE 21, 2018
“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping.
Kayako
JUNE 21, 2018
Live Chat. Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. Implementation is easy: you find a tool that works for you, turn it on and put it where all of your customers can see it. [link] But once you’ve done that, it can be exhausting: an endless onslaught of interactions, poorly worded or communicated questions, 24/7 expectations from your customers, shuttling back and forth between your ticketing system and
Bright Pattern
JUNE 21, 2018
It used to be that globalization was a concept considered by only the world’s largest corporations and enterprises, but that’s not the case today. No longer out of reach for small- to medium-sized companies, a global footprint is realized every day as more and more companies do business in multiple countries or continents.
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.
Quadient
JUNE 21, 2018
Without an accurate and complete view of the customer, organizations struggle to address their (future) customer properly. Data issues get in the way of understanding customer preferences, tailoring communications, responding quickly and, ultimately, optimizing the customer experience (CX). To fully leverage data as a strategic business asset, the organization must put data at the center of the CX technology ecosystem.
CSM Magazine
JUNE 21, 2018
The new hire comes in for the first day on the job, resolved to do a great job, to make a difference, to prove that the company made a great hiring decision, and to make a great first impression to everyone in the company. So, with a deep breath, she gets out of her car and walks briskly through the door. Introductions are made. Hands are shaken. Forms are filled out.
Avaya
JUNE 21, 2018
Responsibility for Customer Experience (CX) is spreading throughout organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff. It now requires the attention of all employees to meet the expectations of increasingly demanding consumers who have options aplenty. As such, marketers have become a particularly prominent force in shaping and executing organisations’ CX visions—but many are still working with the same budgets they had five yea
CSM Magazine
JUNE 21, 2018
Fatal flaws in customer experience (CX) foretell the demise of many companies. Learn to recognize these flaws and put in place a CX strategy that ensures you become a leader not a loser. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employee-Customer-Profit Chain, a 1.3% improvement in customer satisfaction scores results in a revenue increase of.5%.
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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.
Playvox
JUNE 21, 2018
Are you looking to hire a customer service manager for your team?
CSM Magazine
JUNE 21, 2018
Shep Hyken suggests five ways you can compete – and disrupt – your competition by providing unforgettable customer service. The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community.
Arbeit
JUNE 21, 2018
Our interview with Director of Compliance Vincent Raphael!
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